Poor service

For the first time making a purchase with Fashion Hub (Order number 19756) , i placed an order on the 2.11.2017 and on the 4.11.2017 payment was confirmed. 27.11.2017 i received an email from Christina Hourrides stating that my order which needed to be delivered by the 1 December, the parcel arrived in the country but has been undergoing customs clearance, and this can take from 7- 10 working days. Two weeks later i have made a follow up and the response from Christina was that they don't have feedback from customs and promised to make a follow up and give feedback the following day. I gave her a day to give a feedback but only silence service received. I made another follow up and she told me same story of no feedback from customs (after i have asked her if she made a follow up, she actually didnt) and promised to send me alternative options that i have for my order, while on the call she promised to send it as we were speaking....still waiting for the email.

I have asked why don't they have a review link on the site, her response did not make sense to me. I could have seen what kind of service one should expect prior to ordering.

I want my item, if they cannot deliver please i want a refund.